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Getting Started as an inContact Workforce Management v2 Administrator

inContact Workforce Management v2 provides contact centers with the ability to forecast contact center staffing needs, plan for center resource requirements, schedule agents, and more.

If you are a contact center or IT professional who will act as an application administrator, you have likely been given an advanced permission set that will allow you to:

  • Create and maintain content on the inContact WFMv2 Portal and Workstation home pages
  • Create security profiles and user accounts
  • Configure a wide variety of application-level settings
  • Create forecasts, requirements runs, and schedules
  • Manage the integration between inContact WFMv2 and your ACD

The links below will help you learn the basics of being an administrator for an inContact WFMv2 system.

Related Themes

  • inContact WFMv2 Portal Overview — to learn about the Portal home page
  • Security Profiles Overview — to learn about creating permission sets called security profiles and assigning them to agents
  • Users Overview — to learn about creating user accounts
  • Agents Overview — to learn about configuring agents for inContact WFMv2